Senior Technical Account Manager — Cloud, Governance & Automation

Jobtailor

Peterborough

On-site

GBP 55,000 - 75,000

Full time

9 days ago

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Job summary

Jobtailor in the United Kingdom seeks a Technical Account Manager to act as the primary technical contact and trusted advisor for managed services customers. You will own technical health, roadmaps, lifecycle, risks and IT estate alignment with business outcomes.

You will translate business requirements into technical solutions, lead governance meetings and QBRs, manage incidents and RCA, and drive continual service improvement with automation and performance optimisation.

Qualifications

ITIL v3 / v4 Foundation required.
Proven experience in technical account management or similar within MSP/IT services.
Strong understanding of managed services and cloud, security, workplace, infra.
Broad knowledge across networking, Azure, AWS, M365, security, end-user compute.
Experience owning roadmaps and leading RCA and major incidents.
Strong ITSM toolset, especially ServiceNow.
Ability to translate technical issues into business insight.
Technical reporting and presentation skills.
Experience delivering governance meetings and QBRs.
ITIL Intermediate or equivalent desirable.
Relevant certs: Microsoft, Cisco, AWS, security.
Salesforce experience desirable.
Automation/scripting and monitoring tooling desirable.

Responsibilities

Act as primary technical contact and trusted advisor for assigned managed services customers.
Manage technical health, roadmaps, lifecycle, risks, and IT estate alignment with business outcomes.
Translate business requirements into technical solutions and recommendations.
Lead technical reviews, governance forums, QBRs, and service reviews.
Track lifecycle, end-of-life, patching, obsolescence, capacity, and technical debt risks.
Provide technical governance across incident, problem, and change management.
Lead major incident escalations, root cause analysis, and post-incident reviews.
Drive continual service improvement, automation, optimisation, stability, and performance improvements.
Identify service expansion and modernisation opportunities and support solutioning and scoping.
Coordinate with internal delivery, architecture, security, project, professional services, and portfolio teams.
Manage third-party and vendor technical relationships and escalations.
Record and track service-led opportunities via Salesforce.